Contract Manager Operations

About The Workplace Safety And Insurance Board (WSIB):
We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage‑loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no‑fault collective liability insurance and access to industry‑specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario.

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• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

you’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Salary From: $97,184.05

The Contract Manager, Operations will provide ongoing contract, performance and vendor management for a dedicated portfolio of services, products and licenses in various streams (including RTW, Home Modifications, Health etc.) within the Operations Cluster. This position will ensure that operational results of the portfolio are strategically aligned with the requirements of the business and the overall objectives of the organization. The role requires developing and maintaining effective relationships with vendors, including monitoring and assessing overall performance against established standards, performance targets and/or service level agreements.

The individual would also provide advice, direction, recommendations and consultation to staff and management relating to contracted and other non‑contracted services, including performance gaps and mitigations, and make recommendations on changes in business methods or processes related to contracted and other non‑contracted services to support service delivery functions and improve their efficiency and effectiveness. The role requires working with both internal partners and external vendors to recognize and keep abreast of emerging trends, and foster and reinforce the need for continued collaboration on innovative technology and business solutions.

• Develop and manage vendor relationships for services, products and licenses within assigned portfolio to ensure positive working relationships and effective delivery of contracted products and services by (50%).
• Working in tandem with various subject matter experts within the Line of Business and across the WSIB to ensure services delivered according to the contract terms and conditions. Includes the monitoring of day‑to‑day operations/deliverables for key vendors and ensuring that customer expectations are met.
• Addressing quality/complaints/issues with the vendor/service providers in order to obtain a mediated and acceptable resolution. Develops strategies to address poor performance and compliance failures, including application of contract terms.
• Managing disputes regarding contract interpretation, conditions or compliance with legal requirements and working on the effective resolution of the dispute.
• Maintaining the executed contract as well as the change order process, ensuring internal partners are involved and aware of any planned and executed changes/amendments to the contract.
• Ensuring established meeting and reporting requirements are met, including frequency, appropriate stakeholder involvement, inputs and outputs and follow‑ups/escalations.
• Ensuring that billings/payments, milestones, are accurate, timely and reflect the goods or services rendered; may include spot checks or regular risk‑based reviews/audits as well as reviewing and analyzing data to identify any trends or anomalies in billing, service timelines, utilization and qualitative and quantitative measures.
• Responding and managing any issues identified in spot checks and/or regular based audit reviews to resolution.
• Identifying all risks, mitigation strategies and/or corrective action (includes service and delivery risk from…